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“There is a feeling within the business that the service provided by the departments running Samanage has improved and become more transparent.”

~Keith Shire, Head of Information Technology Services

Tensator Excels with Samanage Enterprise Service Desk

Background

Tensator is the global leader in the management of the customer journey, with technologies ranging from electronic call forwarding systems to self-service systems. Their customers span more than 150 countries with Tensator group offices spread across the world, including the United States, Spain, United Kingdom, Dubai, and more.

Challenges

Keith Shire, Head of Information Technology Services at Tensator found that his previous solution, Network Inventory Advisor, did not meet the level of detail he was looking for in an IT asset management and service desk solution. Shire and his team were especially having difficulty tracking assets that were located all around the world because their current solution did now allow them to create asset tags.

Shire was motivated to seek an alternative solution mainly because the level of work his team was able to accomplish was hampered by the solution. He had hoped the right IT service management solution would allow Tensator to be more efficient in providing customer service.

Solution

The most important buying criteria he was looking for in a new solution were:

Quality of product

After sales service and support

Contract management capabilities

After doing research through Google and various industry publications, Shire began to evaluate new IT service management solutions.

Shire evaluated Zendesk, Samanage, and Jira. While he found that each solution had benefits, Shire chose Samanage because the solution was strong across the board, meeting all of his buying criteria. The additional features, such as inventory and contract management were huge value adds for Shire and the Tensator team. Shire also found the Samanage team to be flexible and easy to work with throughout the whole sales process, with a customer success team ready to work with him after purchasing, as well as a Samanage community of active users who are also available to answer any questions.

Benefits

Shire and the Tensator team found the implementation experience with Samanage to be very quick. “We were able to roll out globally within one month,” said Shire. “The update to Samanage has been fantastic, as is the overall reception of the product around the organization.”

The Tensator team is now using a unified service desk and asset management solution through Samanage. Shire and his team have the ability to manage the contracts and warranties of all hardware and software that is spread out around the globe, something they were unable to do in the past. The service desk team can now keep track of their service stats, including ticket response time and time spent on tickets.

The usage of Samanage is not limited to just the IT team at Tensator. They currently have multiple departments within the organization that have implemented Samanage, including external shared services, internal shared services, facilities, and HR. “There is a feeling within the business that the service provided by the departments running Samanage has improved and become more transparent,” said Shire.